Designation : Manager/ AM - KYC & AML Operations {Shared Services}

{Minimum team size of 70 -100 reportees}

Location: Bangalore

Roles and responsibilities:

- The role may be used on either a large (complex or simple) engagement as a deputy role under an Operations Manager or on a small (complex or simple) engagement as the lead Operations role. It will involve managing the transition into the new engagement as well as delivering the objectives and business case for the client. The role will manage a team of up to c70 people in the delivery of services.

- The ability to engage and communicate, with good people management skills and experience, are therefore essential, with a demonstrable track record of having successfully led a small to medium team in an operational environment. In addition, the role will be required to build an understanding of technology in use to support the delivery into the operation, with a focus on process standardization and improvement to ensure our services are delivered to a high quality at as low a cost as possible.

- The role will involve working with several internal functions e.g. Operations Support, Design and Set-Up/Transition, other Operation engagements within Managed Services, so the ability to proactively build and maintain internal networks will be key to the success of the role.

- To effectively manage processes for the client, ensuring a high level of operational delivery to customers

- Maintain day to day client relationship activities and provide input, preparation, and support to contractual Service Reviews

- Maintenance of Service Levels of the team and by overall engagement encompassing productivity, quality-based outcomes, thus, ensuring a high level of customer service at all time

- Ensure that the potential risk to the company arising out of operational lapses, any fraudulent activities, etc. are minimized

- Actively protecting the client's interest at all times in complying with statutory regulations and legislation.

- Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client

- Initiate and support improvements to processes and techniques to achieve higher levels of efficiency and effectiveness and to maximize productivity gains

- Aim to operate at industry best practice level, where available

- Dealing with growth as per capacity plan in liaison with Operations Support and onshore Operations Manager

- Ensure the offshore department is resourced with sufficient, well trained and well-motivated staff and that staff are developed to their potential in line with current and predicted operational needs

- Maintain control over operational budget, demonstrating due care and diligence in exercising operational level mandates within authority outlined in the Delegated Authorities Manual

- Provide support and cover for operations management levels across functions within Managed Services

- Demonstrate flexibility to manage activities across sites as required

- Develop potential for progression/succession in the next few years

Essential skills required:

- Preferred background in Financial services industry, with a proven track record in Service Delivery and Global Operations, and exposure to remediation, complaint handling, claims to process and conduct risk reviews

- Ideally, the overall experience of 11-14 years, with at least 3 years in managing complex operations and a team of ~70-100 FTEs

- Proficient with MS Office (Word, Excel, PowerPoint)

- Good with analytical skills - Able to analyze big data to make informed decisions

- Have the language skills necessary to deal with complex and rapidly changing situations in English

- Respond appropriately to unexpected information and propose or ask for contingency plans

- Push a process or proposal forward by emphasizing the need to act quickly

- Participate fluently in most conversations and discussions on a variety of topics, including work and current events, and in any situation

- Understand most authentic texts and broadcasts with only occasional problems if the topics are unfamiliar or extremely technical

- Influences the team for better performance

- Presents perspectives, business outcomes with an impact

- Develops effective working relationships with peers and clients

- Brainstorms and encourages new ideas and solutions

- Manages work from multiple clients

- Manages projects seamlessly, solves problems, plans contingencies and delivers on time

- Provides performance support to Jr. members through mentoring

- Drives operational excellence

KPIs :

- Manage client and cross-site team contacts effectively

- Lead/Share insights and subsequent action plan on daily/weekly/monthly calls e.g. daily operations call, CRP, Productivity calls, etc.

- Ensure cross-site consistency in the application of processes, changes, and results

- Work with MI team -Questioning/analyzing existing processes/reports to ensure continually improving the workings of the area to benefit the department

- Ensure team meets utilization, productivity and quality standards as per defined SLA/KPIs

- Daily and Weekly floor huddles: connect with the team to maintain and improve staff morale, create awareness and proactively address any issues

- Daily and Weekly floor huddles: connect with the team to maintain improve and maintain staff morale, and important communications have been cascaded

- Daily Team Connect: connect with team leaders to review the previous day performance and setting up the priorities for the day

- Monthly 1:1s of the direct reports: Coaching and mentoring for building skills and succession planning

- Rewards and Recognition: Recognize achievements & provide rewards by nominating colleagues in Encore and internal Rewards & Recognition categories

- Conduct regular 1:1 / Skip meetings, people connect sessions and provide regular feedback which supports team members' development, challenging them to develop

- Identify training needs: work with training and competency team and SMEs to identify training needs in line with policy changes/updates

- Driving GPS action plan: work with the senior manager and the team to improve on the GPS development themes

- Retention: Support recruitment, attract and retain the best talent, proactively identifying any attrition risk and actions to mitigate.

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